CSM Director

DESCRIPTION

Description:

We are looking for an experienced CSM Director to lead and manage our global customer success teams.

Key Responsibilities:

• Lead global CSM teams
• Define and implement global CSM processes, ensuring alignment with other departments and setting clear KPIs
• Coach and mentor team leads, supporting their professional development and success
• Act as a hands-on escalation point for the team leaders when required. 
• This role requires strong leadership, cross-functional collaboration, and a hands-on approach to managing customer success operations.

REQUIREMENTS

• 5+ years of managerial experience leading CSM teams.
• 8+ years of experience in CSM and customer-facing roles in tech companies
• Experience working with global enterprise customers.
• Native-level English proficiency (additional languages are an advantage).
• Strong listening, negotiation, and presentation skills
• Data-oriented, with strong analytical skills and attention to detail
• Ability to make decisions in a dynamic environment anticipate future needs, and drive results
• Demonstrated success working in highly collaborative, cross-functional environments
• Enthusiastic about technology with a proven technical aptitude
• Proven success in building and maintaining close working relationships with customers
• Broad business acumen
• Experience in the Telco industry – an advantage